Refund Policy

Clear and transparent refund procedures

Last Updated: December 15, 2024

Version 2.3 - Effective Immediately

Introduction

At SB1 Pay, we are committed to providing reliable and efficient payment services. This Refund Policy outlines the circumstances under which refunds may be processed and the procedures for requesting refunds.

We understand that sometimes transactions may not go as planned, and we strive to resolve such issues promptly and fairly. This policy applies to all services offered through our platform, including mobile recharges, bill payments, money transfers, and other financial services.

Our Commitment

We are committed to processing eligible refunds quickly and transparently. Most refunds are processed within 5-7 business days of approval.

1. Refund Eligibility

Refunds may be processed in the following circumstances:

Eligible for Full Refund

  • Transaction failed due to technical errors on our platform
  • Duplicate transactions processed due to system malfunction
  • Service provider failure resulting in unsuccessful transaction
  • Incorrect amount debited due to system error
  • Transaction processed to wrong beneficiary due to our system error
  • Service unavailability after payment confirmation

Eligible for Partial Refund

  • Service charges may be deducted for processing costs
  • Third-party charges that cannot be recovered
  • Transactions cancelled within the allowed timeframe
  • Partial service delivery due to external factors

Important Note

Refund eligibility is determined based on transaction records, system logs, and service provider confirmations. Each case is reviewed individually.

2. Service-Specific Refund Policies

Mobile Recharge & DTH

  • Failed Recharge: Full refund within 24 hours
  • Wrong Number: No refund if recharge is successful
  • Operator Issues: Refund after operator confirmation
  • Duplicate Recharge: Full refund for duplicate amount

Processing Time: 2-5 business days

Bill Payments

  • Payment Failure: Full refund including service charges
  • Wrong Account: Refund subject to biller confirmation
  • Overpayment: Excess amount refunded
  • Duplicate Payment: Full refund for duplicate transaction

Processing Time: 5-10 business days

Money Transfer

  • Transfer Failure: Full refund within 24 hours
  • Wrong Beneficiary: Refund after beneficiary confirmation
  • Bank Rejection: Full refund minus processing charges
  • Cancelled Transfer: Refund before processing completion

Processing Time: 3-7 business days

AEPS Services

  • Transaction Failure: Immediate reversal to source account
  • Cash Not Dispensed: Full refund after verification
  • Incorrect Amount: Difference amount refunded
  • System Error: Full transaction amount refunded

Processing Time: 1-3 business days

3. Non-Refundable Transactions

The following transactions are generally not eligible for refunds:

Successfully Completed Transactions

  • Mobile recharges successfully credited to the correct number
  • Bill payments successfully processed by the biller
  • Money transfers successfully credited to beneficiary account
  • Services delivered as requested and confirmed

User Error Transactions

  • Incorrect mobile number or account details entered by user
  • Wrong service provider selected by user
  • Incorrect beneficiary details provided by user
  • User-initiated cancellations after successful processing

Service Charges & Fees

  • Convenience fees and service charges
  • Transaction processing fees
  • Third-party gateway charges
  • Regulatory and compliance fees

Exception Policy

In exceptional circumstances, we may consider refunds for non-refundable transactions on a case-by-case basis, subject to management approval and verification.

4. Refund Request Process

How to Request a Refund

Online Request

  • • Login to your account
  • • Go to Transaction History
  • • Select the transaction
  • • Click "Request Refund"
  • • Fill the refund form

Customer Support

  • • Call: +91 98765 43210
  • • Email: refund@brasspayment.com
  • • WhatsApp: +91 98765 43212
  • • Live Chat on website
  • • Visit nearest branch

Required Information

Please provide the following details when requesting a refund:

  • Transaction ID or reference number
  • Date and time of transaction
  • Transaction amount
  • Mobile number or account used
  • Reason for refund request
  • Supporting documents (if applicable)
  • Bank account details for refund credit

Refund Processing Steps

1

Request Submission

Submit refund request with required details

2

Verification & Review

Our team verifies transaction details and eligibility

3

Approval & Processing

Approved refunds are processed to your account

4

Confirmation

Refund confirmation sent via SMS/email

5. Processing Timeframes

Service Type Review Time Processing Time Total Time
Mobile Recharge 1-2 business days 2-3 business days 3-5 business days
Bill Payment 2-3 business days 3-7 business days 5-10 business days
Money Transfer 1-2 business days 2-5 business days 3-7 business days
AEPS Services Same day 1-2 business days 1-3 business days

Processing Note

Processing times may vary during peak periods, holidays, or due to external factors beyond our control. We will keep you informed of any delays.

6. Refund Methods

Available Refund Options

Bank Account Transfer

  • • Direct credit to your bank account
  • • NEFT/RTGS transfer
  • • Processing time: 2-5 business days
  • • Most preferred method

Wallet Credit

  • • Instant credit to your wallet
  • • Can be used for future transactions
  • • Processing time: Immediate
  • • Fastest refund method

Refund Destination

  • Refunds are processed to the original payment source when possible
  • For cash transactions, refunds are credited to registered bank account
  • UPI refunds are processed to the original UPI ID
  • Card refunds are processed to the original card (may take 5-10 business days)
  • Alternative refund methods available upon request

Bank Processing Time

While we process refunds quickly, the final credit to your account depends on your bank's processing time, which may take additional 1-2 business days.

7. Dispute Resolution

If Your Refund Request is Denied

  • You will receive a detailed explanation for the denial
  • You can appeal the decision within 30 days
  • Provide additional documentation if available
  • Request escalation to senior management
  • Contact our grievance officer for review

Escalation Process

1

Customer Support

First level resolution within 24-48 hours

2

Supervisor Review

Escalated cases reviewed within 3-5 business days

3

Grievance Officer

Final internal review within 7-10 business days

External Resolution

  • Consumer forums for consumer protection matters
  • Banking ombudsman for payment-related disputes
  • RBI grievance mechanism for regulatory issues
  • Legal recourse as per applicable laws

8. Contact Information

For refund-related queries and support, please contact us:

Refund Support Team

Email: info@sb1pay.com

Phone: +91 9849637888

WhatsApp: +91 9849637888

Hours: 24/7 Mail Available

Response Time: Within 4 hours

Quick Resolution

For faster resolution, please have your transaction ID ready when contacting our support team. Most refund queries are resolved within the first contact.

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